Research Methodology

Methodology is the research means or practice used to understand and expound on occurrences as they appear in the research field (M. Pandy, 2012). Furthermore the research problem studies the implementation of the service support at operational levels. An empirical study was performed to analyse the levels of ITIL adoption at the Department of IT at CPUT. Research methodology covers the specific techniques used in research studies to select cases, measure and observe social life, gather, interpret and analyse data, and report on findings (Newman, 2011).
Surveys can provide accurate, reliable and valid data when serious efforts and observations are applied (Newman, 2006). The Department of IT student online survey was conducted (see Annexure A) to look at the performance factors of the online student query system as follows: